Work Experience

• Capacity and Performance Engineer (SRE), Zendesk

  Mar, 2022 - Aug, 20242 years 5 months

  Designed reporting for senior leaders to identify performance bottlenecks, optimization opportunities, and forecast future capacity requirements within our cloud infrastructure. Reduced Capacity-related service incidents by 30%

• Senior Operations Center Engineer , Zendesk

  Sep, 2017 - Mar, 20224 years 6 months

  Directly maintained availability and performance of the Zendesk platform for our 170,000+ customers.
  Designed monitoring tools that report on activities across the Zendesk platform. Served as first contact for any customer-impacting service incident. Ran analyses of service incidents and implemented remediation to prevent future incidents.

• Support Engineer, Zendesk

  Feb, 2014 - Sep, 20173 years 7 months

  Handled the highest-level of escalated support requests. Continuously communicated with numerous other teams, including Engineering, Product, and Operations to provide comprehensive solutions and answers to customers. Acted as the single point-of-contact in Support for an external development partner.

• Consultant, UW Madison Dept of IT

  Nov, 2011 - Jan, 20142 years 2 months

  Consulted for UW faculty and staff on website and multimedia projects, including website creation/editing and content management systems. Edited and maintained the Digital Media Center website as the Lead Student Website Developer.

• Assistant Systems Administrator, UW Madison Chemistry Department Computing Center

  May, 2010 - Nov, 20111 year 6 months

  Provided system and network administration support for Windows, OSX, and Linux systems. Provided technical support to all Chemistry Department faculty, staff, and students. Created and maintained multiple department websites.

Skills

Certificates